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This position is responsible for analyzing customer health metrics, identifying trends and risks, supporting customer success initiatives, and providing actionable recommendations that improve the customer experience and business outcomes.\nResponsibilities\nMonitor and analyze customer health scores, usage data, renewal metrics, and engagement trends.\nDevelop dashboards and reports to track customer success KPIs.Identify at-risk customers and provide recommendations for proactive intervention.\n\nAnalyze churn, retention, and expansion opportunities.\nServe as a point of contact for customer inquiries, product questions, and escalations.\nMonitor and analyze support ticket trends to identify recurring customer issues and opportunities for process improvement.\nCollaborate with Technical Support, Product, and Engineering teams to ensure timely resolution of customer concerns.\nTrack support SLAs and customer response times to maintain high service standards.\nAssist in managing escalated customer cases and provide proactive communication throughout the resolution process.\nDocument customer-reported issues, feedback, and feature requests to support product enhancements.\nConduct root-cause analysis of support cases and recommend preventative measures.\nPartner with Customer Success Managers (CSMs) to optimize customer lifecycle management.\nSupport onboarding, adoption, renewal, and customer advocacy initiatives.\nTrack customer engagement and product utilization.Assist in developing customer success strategies based on data-driven insights.\n\nCommunicate customer needs and trends to internal stakeholders\nSupport process improvement initiatives that enhance operational efficiency and customer experience\nQualifications\nDegree in computer science or business management and related fields\n5+ years of BA experience\nFamiliar with Agile methodology, ASAP methodology and Design Thinking\nHaving excellent problem-solving skills to identify improvement opportunities and suggest product road maps\nAbility to work as an individual contributor as well as a team player\nRequires cross platform integration knowledge\nExperience with SAP technologies is a plus\nExperience with full life-cycle implementations","description_format":"text","description_chars":2401,"description_truncated":false,"requirements":{"experience_years_min":5,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":false},"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":[],"lifecycle":[{"event":"open","at":"2026-10-12T14:12:31Z"}],"visa":[],"liveness":{"score":74,"band":"hot","label":"Hiring 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